job summary: The City Delivery Manager provides operational and strategic guidance to the Randstad Team and client, ensuring they are informed of any changes which would potentially impact the service delivery. location: New York, New York job type: Contract salary: $50 - 55 per hour work hours: 8am to 5pm education: Bachelors responsibilities: This role is: A single point of contact for service delivery management to help support scheduling, resource management, scope changes, escalation, communications, and reporting for the customer to the defined city/region. Makes certain the team utilizes the appropriate tools and processes in order to provide world-class customer service This includes assuring high quality and accurate customer service, job standards and efficiency of resources managed under the program Responsible for identifying and implementing continuous improvements that will drive profitability and/or a higher level of service Responsible for managing, analyzing and forecasting of resource hours (including OT) across all delivery locations and ensure staffing coverage based upon customer requirements. The candidate must have experience managing medium and large size teams in a distributed work environment. The team in question provides remote/on-site support for the customer across multiple regions, job sites and job roles. The candidate must be able to manage the performance of services to the client as per agreed contract and ensure that Service Levels are achieved. Job Requirements - Responsibilities Operations Management - Management and oversight of the Delivery Team members including responsibility for customer defined operational staffing levels across the identified work locations and job roles. - Definition of service level agreements (SLAs) in relation to contracted services, ensuring the SLAs are achieved; service quality and client expectations are met or exceeded as well as profitable. Manage and monitor all Key Performance Indicators, Service Level Agreements and contractual obligations to ensure the Service Desk meets all SLAs outlined in the Scope of Services - Effectively monitor, control and support service delivery, ensuring systems, methodologies and procedures are followed - Ensure appropriate documentation is in place and maintained for delivery/operational requirements for each defined role including all customer-provided processes, procedures, information, plans, procedures, technical information - Manage the account relationship: The candidate must have experience managing client relationships with upper level OPS management and executive stakeholders, single point of contact for the customer and Randstad on all operational related issues - Grow the business with the client: The candidate must have experience partnering with the customer and growing the services and solutions offerings within an account. - Produce management and account performance reports as defined by the program on an agreed schedule or upon request - Organize and chair weekly/monthly/quarterly service review meetings as required. Attend client service review meetings that cover operating performance, program risks, service improvements, quality and processes improvements. - Maintain and improve utilization rates of staff within the Team whilst building-in scalability to enable growth - Strong Project Management experience Human Resources Management - Interview and hire staff, evaluate performance and recommend merit increases, assist in career development, and discipline employees as necessary up to and including termination. Identify training needs and coordinate training. Ensure each employee has the skills, training, equipment and tools necessary to provide a world-class level of service - Responsible for managing employees' PTO accrual balances, this includes reconciling all employees time and keeping a running up to date tracking total. - Monitor the creation and maintenance of employee personnel records. This should include any verbal, written or action taken due to performance, or any reviews for resources. - Sets measurable goals and objectives and provides feedback - Monitor resource sourcing activities by region and escalates when SLA's are at risk - Monitor the hiring and on-boarding of resources and escalates when SLA's are at risk - Ensure compliance with the program orientation and acclimation of resources - Monitor the termination/re-sourcing of resources Financial Management - Financial Account Management experience (A/R, profitability) - Responsible for keeping costs within outlined budget, identify areas for greater efficiencies - Responsible for forecasting resource labor and associated costs. Required frequency may vary weekly, monthly, quarterly, etc. Identify any report any influx of possible decrease or increase in cost or revenue - Responsible for managing and reporting on employee welcome kits and working with country territories to maintain stock for shipment to new hires. Other - Complete other assignments as requested by Delivery Director qualifications: Required Skills - The City Delivery Manager provides operational and strategic guidance to the Randstad Team and client, ensuring they are informed of any changes which would potentially impact the service delivery. This role is: A single point of contact for service delivery management to help support scheduling, resource management, scope changes, escalation, communications, and reporting for the customer to the defined city/region. Makes certain the team utilizes the appropriate tools and processes in order to provide world-class customer service This includes assuring high quality and accurate customer service, job standards and efficiency of resources managed under the program Responsible for identifying and implementing continuous improvements that will drive profitability and/or a higher level of service Responsible for managing, analyzing and forecasting of resource hours (including OT) across all delivery locations and ensure staffing coverage based upon customer requirements. The candidate must have experience managing medium and large size teams in a distributed work environment. The team in question provides remote/on-site support for the customer across multiple regions, job sites and job roles. The candidate must be able to manage the performance of services to the client as per agreed contract and ensure that Service Levels are achieved. skills: Desired Skills & Experience - Experience working in in the Retail & Supply chain operations domain related to process and People management . Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com. Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility). This posting is open for thirty (30) days.